Web Service Customization Based on Service Feature Model

Peng, Zhenlian; Wang, Jian; He, Ke; Tang, Mingdong

doi:10.1109/scc.2015.91

Cited by 4 publications

(1 citation statement)

References 16 publications

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“…The organization would, therefore, be able to get more information about the customer and package this information as per individual customer's needs and desires (Ha and Janda, 2014;Hung et al, 2014;Peng et al, 2015). Different e-CRM features during transaction stage can influence a customer's decision to complete the online transaction.…”

Section: The Service Relationshipmentioning

confidence: 99%

Effect of E-CRM on Port Performance Through Customer Satisfaction and Customer Loyalty the Case Study of Mena Region Ports

Kamal

Salam

El-Nakib

2021

EIJBMS

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Adoption of e-CRM has been a recent strategy in the majority of business organizations, more particularly the developing countries, and, as such, managers have strategically invested in online technologies while emphasizing the building and maintaining of worthy linkages with profitable customers. This study aims at identifying the role of CRM in enhancing port performance in regard to customer satisfaction and customer loyalty in MENA ports context. A quantitative research approach through use of questionnaire survey is used to answer the research questions and achieve the objectives of the study. Egyptian port customers and employees are used as the case study of the research for data collection, a total 403 valid questionnaires are collected form users of MENA ports, analysis and findings. Descriptive statistics is used to describe the findings and regression analysis used to describe and evaluate the relationship between the constructs. Finally, the results indicates that there is a positive relationship between E-CRM implication and port performance. Also, there is a positive relationship between E-CRM implication and customer satisfaction as well as customer loyalty. In addition, the relationship between customer satisfaction and customer loyalty is positive and statistically significant. Therefore, both customer satisfaction and customer loyalty have a positive impact on port performance as well. Moreover, the research gives recommendations for top managers and decision makers to be careful to avoid mistakes in electronic communication with customers, which enhances their confidence in this type of communication, and encourages them to use and benefit from it.

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Section: The Service Relationshipmentioning

confidence: 99%

Effect of E-CRM on Port Performance Through Customer Satisfaction and Customer Loyalty the Case Study of Mena Region Ports

Kamal

Salam

El-Nakib

2021

EIJBMS

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Multi-tenancy Aware Configurable Service Discovery Approach in Cloud Computing

Hajlaoui

Omri

Benslimane

2017

2017 IEEE 26th International Conference on Enabling Technologies: Infrastructure for Collaborative Enterprises (WETICE)

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The relationship between e-CRM and customer loyalty: a Kenyan Commercial Bank case study

Mang’unyi

Khabala²,

Govender

2017

Banks and Bank Systems

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Since customer loyalty is key, especially in the highly competitive commercial banking environment, this article evaluated the effects of features of electronic customer relationship management (e-CRM) on customer loyalty. Using a crosssectional survey design, data were collected from a convenience sample of customers of a major international Kenyan bank using self-administered questionnaires. The findings based on correlation and multiple regression analyses, revealed that pre-service, during (the) service and post transactional e-CRM features have a positive and significant relationship with loyalty, and that the pre-service and during the service features significantly predict loyalty. Thus, enhancing e-CRM practices could be a strategic competitive tool to impact the banks' relationship with their customers.

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Web Service Customization Based on Service Feature Model

Cited by 4 publications

References 16 publications

Effect of E-CRM on Port Performance Through Customer Satisfaction and Customer Loyalty the Case Study of Mena Region Ports

Effect of E-CRM on Port Performance Through Customer Satisfaction and Customer Loyalty the Case Study of Mena Region Ports

Multi-tenancy Aware Configurable Service Discovery Approach in Cloud Computing

The relationship between e-CRM and customer loyalty: a Kenyan Commercial Bank case study

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